News from East Midlands Trains


Customer Service Awards recognise East Midlands Trains employees

  • 13 employees awarded in first annual Customer Service Awards
  • Customers given opportunity to vote for favourite ‘Customer Service Star’


East Midlands Trains employees from Derby, Leicester, Lincoln, London, Norwich, Nottingham, Sheffield and Sleaford have been recognised at the company’s inaugural Customer Service Awards.

The awards were created to recognise excellent customer service at every level across the entire network, with East Midlands Trains passengers being given the opportunity to vote for their favourite ‘Customer Service Star’.

Over 700 nominations were received for the Customer Service Awards, which were launched during National Customer Service Week in October, with nominations made for on-train, station and ticket office staff as well as drivers and engineers.   Special categories also recognised the best outstanding individual, unsung hero and best customer service manager.

A total of 13 employees were named as winners at the awards:

  • Outstanding individual of the Year – Samantha Willerton from Leicester station
  • Team of the Year – Leicester station Customer Service Team
  • Unsung hero – Cheryl Parkin, Head Office, Derby
  • Manager of the Year – Jason Cocker, Station Manager, Sheffield
  • Driver of the Year – Steve Wilkinson, Norwich
  • Senior Conductor of the Year – Tara Grafton, Derby
  • Train Manager of the Year – Tim Scott, Derby
  • Customer Host of the Year – Emma Jones, Sheffield
  • Ticket Office Staff of the Year – Kim Cinavas, Sleaford station
  • · Train Dispatcher of the Year – Joe Kelham, Lincoln station
  • Welcome Host of the Year – Kass Pinjara from London St Pancras station
  • · Revenue Protection Staff of the Year – Izzy Maher, Leicester
  • Depot Staff of the Year – Mark Vardy from Eastcroft Maintenance Depot, Nottingham

Neil Micklethwaite, Customer Service & Commercial Director for East Midlands Trains, said: “Our focus is to provide our passengers with the best possible customer service and this is a great opportunity to recognise the staff who work so hard day in day out to deliver this.

“There’s been a real buzz internally about our first Customer Service Awards and it’s fantastic to be able to celebrate success and reward those employees who have gone above and beyond to ensure their customer feels like East Midlands Trains really cares about them as an individual.

“We were extremely pleased with the level of nominations, particularly from our passengers who were so enthusiastic in nominating their favourite customer service star.  It’s a really good sign that the hard work of our people is being recognised and we look forward to receiving even more nominations next year.”

Martin and Margaret Paling from Melton Mowbray, who nominated Samantha Willerton, winner of outstanding individual of the year, said: “It’s truly inspiring to feel the energy and passion which all the nominees exhibited to achieve customer satisfaction – it’s something which many other businesses could benefit from.

“We will continue to enjoy the customer experience with East Midlands Trains and are happy to share our opinions with others.”

East Midlands Trains’ employees were also rated highly in most recent independent National Passenger Survey.   Passenger satisfaction increased in all six areas directly related to employees, with helpfulness and availability of station and on train staff increasing by 2% year on year to 78%, and by 3% year on year to 80% respectively.